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02-07-2019, 04:08 PM   #1
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Lightroom 6 install problems

Wondering if any of you have encountered something like this:

I have Lightroom 6, previously installed on a laptop, and then on a desktop. The installations were very straightforward with no issues.

Now I've purchased a new laptop (Dell XPS 15 9570 16 GB 256 SSD (183 GB free space) Windows 10 Pro.

I downloaded the install file Lightroom 6_LS11, ran it to extract files to a folder on my desktop, got a message that my files had been extracted and saved. Clicked launch installer and finish. After a few minutes I got a screen with a welcome message asking me to log in to adobe.com and enter the serial number. After doing so, I get a message that "The Serial Number you provided is valid but a qualifying product was not found on this computer."

Checked C/Program Files where I would expect to find it, no Adobe folder, no Lightroom. C/Program (x86) has an Adobe folder with only Acrobat in it. There is no Lightroom folder in the Pictures library, no lrcat file, etc. Nada.

This is like the fourth time, I think, that I have done this. I spent hours with a very unresponsive chat person at Adobe Support last night. (This morning I get a cheery email from Adobe giving my case number and asking if it resolved the issue, to "please reply to this email" - which was sent from a no-reply address. Says check my Adobe account profile to "view my open case". There is nothing there.)

I am, maybe I', slow, coming to the conclusion that I may need to upgrade to a Lightroom Classic subscription which I have so far resisted because I haven't really tapped out the features of Lightroom 6.14 yet and I don't use Photoshop. But before I do, I thought I would check to see if anyone else has encountered anything similar. I don't think I have the patience to pursue a line by line conversation with the chat line when there is about a 15 -20 minute lapse between each response.

If you've read this far, thanks for your patience!

02-07-2019, 04:21 PM   #2
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(Don't have my PC Laptop with me)

Can you go to Control Panel -> Programs and Features, to see if "Adobe Photoshop Lightroom" is there? (Click on "Installed On" to sort on date of installation).

Also, please check to make sure you installed a full product, not an update/upgrade.

If the SN is for, say, an upgrade from LR 5 to LR 6, I think you need to enter the SN for LR 5.
02-07-2019, 04:21 PM   #3
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By any chance did it split your SSD into two logical drives and place the program on D?

I feel your pain on Adobe support. Since they gave me Lightroom CC for free because number of stock uploads, they won't let me buy extra storage and I have 2 GB, nearly useless.
02-07-2019, 05:19 PM   #4
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QuoteOriginally posted by SOldBear Quote
(Don't have my PC Laptop with me)

Can you go to Control Panel -> Programs and Features, to see if "Adobe Photoshop Lightroom" is there? (Click on "Installed On" to sort on date of installation).

Also, please check to make sure you installed a full product, not an update/upgrade.

If the SN is for, say, an upgrade from LR 5 to LR 6, I think you need to enter the SN for LR 5.
Thanks. Lightroom is not listed in "Apps & Features", the only Adobe is Acrobat. My SSD is not partitioned. I downloaded using a link on my account order page on adobe.com that shows my original purchase of V 6 and listing my serial number. The first install attempt I had used a different link but it led to the same download file. Once the chat guy told me that there was a link on my order page, I've been using that one. Thanks!


Last edited by Riverlady; 02-07-2019 at 05:23 PM. Reason: clarification
02-08-2019, 02:33 PM   #5
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I forget if Lightroom 6 can be installed on multiple machines or not. I believe you can only install it on two machines at a time. If installing it on a third computer you might have to uninstall it on one of the others first.
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